MB-230 Exam Questions

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queue...

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks: - Open the client's...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is...

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated. You need to ensure t...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives....

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email sup...

A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customizations. You need to de...

Drag and Drop Question You are setting up channels for Omnichannel for Customer Service. You want to set up a channel for a WhatsApp app. You need to configure the channel. Which f...

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service. You need to provide access to the reports. What are tw...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

A company administrator is setting up Dynamics 365 Omnichannel for Customer Service. The administrator is unable to complete the setup due to insufficient permissions. You need to...

Drag and Drop Question A company uses Dynamics 365 Customer Service. Help desk representatives must be able to open multiple sessions. Each representative must have the same applic...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Drag and Drop Question A customer has a Customer Service deployment. The customer needs to implement macros. You need to identify the security roles that are required to configure...

A company implements Customer Service You enable Customer Service historical analytics. You need to identify which Feature is enabled automatically when Customer Service historical...

Drag and Drop Question A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the represent...

Drag and Drop Question A contact center supervisor requires operations metrics by channel and sentiment analysis. You need to install the Omnichannel Insights dashboard for the com...

A company uses Dynamics 365 Customer Service with IoT devices. A user with permissions set to use the Customer Service app attempts to connect an IoT device. The user receives an e...

Drag and Drop Question You work for a company that installs residential security systems. The company uses Dynamics 365 Customer Service. The company wants to monitor all its insta...

A company uses Dynamics 365 Customer Service. Agents provide incorrect responses when replying to customer issues. You need to configure quick replies. What should you do?

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

A customer has a Customer Service environment. The customer plans to use service scheduling. You need to install the service scheduling. What should you use to install the service...

Drag and Drop Question A company uses Customer Service. The company plans to enable a customer service agent in Omnichannel. You need to identify the security roles that are requir...

A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?

Drag and Drop Question You are creating a macro in Dynamics 365 Customer Service to create automations. You must use the following predefined macro connectors: - Open a new form to...

A customer service manager needs a combination of case data analytics and AI insights. The information must include data from the last year. The customer service manager notices th...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

Case Study 7 - Contoso, Ltd. Background Contoso, Ltd., is a facility management services company. The company provides building management services to three United States areas: No...

Case Study 7 - Contoso, Ltd. Background Contoso, Ltd., is a facility management services company. The company provides building management services to three United States areas: No...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some q...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some q...

You are deploying the voice channel for Dynamics 365 Contact Center to an existing Microsoft Azure resource. When you attempt to link the Azure resource to Dynamics 365 Contact Cen...

You are an administrator for a company that uses Customer Service workspace. A user working on a case requires help from a subject matter expert (SME). The user grants the SME writ...

Drag and Drop Question A company requires the following Dynamics 365 Customer Service enhancements: - Submit new Knowledge articles from the case form. - Provide a full screen of s...

A service representative resolves a case for a customer by using Dynamics 365 Customer Service. A Customer Voice survey is automatically sent to the customer to collect feedback. T...